Customer Success Critical Case Engineer

San, Mateo 94402

Posted: 08/28/2019 Employment Type: Direct Industry: Customer Success Engineer CSE Job Number: atc-496

Job Description

Customer Success Critical Case Engineer-

As Customer Success Engineer your primary responsibility is to troubleshoot software stack and monitor Java code and suggest improvements to engineering team, debug Java code, analyze logs, garbage collection that impact performance issues for Hybrid Cloud Storage services.

Advanced troubleshooting of Applicaion/Cassandra, Cloud Storage and DevOps layers.

You will be covering N.America customers (West Coast and East Coast) starting with live sessions, handling calls for 1-2 hours then investigate issues for 2-3 hours and create incident ticket, or have successive sessions with different customers, have flexibility to start early AM (remotely) and leave mid afternoon.

Linux administration (Centos or RedHat) and Batch Scripting (Python-Ruby-Bash) for base platform to monitor OS and manage customer issues, for complex scripting look up in Google. Troubleshoot issues related to Cassandra (NoSQL) performance.

You will be collecting and analyzing customer information, stored data, service status using a dashboard, help add new features, improve the tool. You will daily get on live sessions with customers, run commands remotely investigate issues from collected logs, create internal tickets for engineering team to resolve issues, some projects are autonomous with internal systems. Work on and fix critical patches, help with testing/QA verify the fix, do quick patch testing on EC2.

Ensure quality for tools/patches provided to customers.

Incident management with mission critical services.

Correlating system behaviors based on known inter­ dependencies.


This is a highly collaborative role working with CSMs, Technical Support and Engineering teams  to ensure customer satisfaction.

Job Requirements

Required Skills/Knowledge:

Excellent customer facing, troubleshooting skills, escalation management and problem resolution.

Advanced Trouble shooting skills

1.     3-5 years experience in Linux Administration (CentOS, RHEL, bash)

2.     Extensive DevOps experience, Java coding and scripting, production system deployments

3.     Hybrid Cloud/SaaS experience -Virtualization/Cloud Technologies (VMware vSphere, MS HyperV, KVM, AWS, Azure, GCE)

Experience with EC2, Cassandra, S3 is highly desirable
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